ITIL implementation failure and the reasons for failure
According to Fry (2005), we are now in the era where IT failure can
severely damage a corporation’s image. The organisations become more
reliant on using technologies and the need for well-managed services
remains increasing. The most common implementation failures of ITIL:
- The lack of management commitment or the drive of a project, managers
should be more involved in projects.
- Incidents occur daily so the process diagrams should not be complex
but simple maps showing the ITIL processes.
- Not reviewing the escalation rules, priority definitions and the
categories.
- Trying to implement too many processes at once causes confusion and
poor integration between processes.
- ITIL is a joint venture and the process may cross more than one
department, staff should work together as one and not take ownership
of process.